Carr & Co Solicitors (‘The Firm’, ‘we’ or ‘us’) is registered as a ‘Data Controller’ with the Information Commissioners Office. If you have any queries relating to this policy, please contact our Data Protection Manager, Denise Arnott, who is based at our Blyth office.
This policy links to our Privacy Policy and applies to the recording of incoming and outgoing calls by our members of staff in the performance of their duties. Not all calls are recorded but any call may be in order to meet any of the Purposes set out below.
• To govern call recording procedures at Carr & Co Solicitors
• To set out the management of access, storage and use of call recordings
• To set out the purpose of call recording
• To ensure compliance with Applicable Legislation (see below)
• Data Protection Act 2018 (DPA 2018)
• The UK General Data Protection Regulation (UK GDPR)
• Investigatory Powers (Interception by Businesses etc. for Monitoring and Record-keeping Purposes) Regulations 2018
Calls may be recorded and retained for any of the following purposes (‘the Purposes’):
• Help improve the services that we provide
• Help protect our staff from abusive or nuisance calls
• Establish the facts in the event of a complaint either by a client or prospective client to assist in resolving it
• Establish the facts and assist in the resolution of any claims made against Carr & Co Solicitors
• To ascertain or demonstrate standards that are or ought to be achieved by persons using the system. This could include monitoring for the purposes of quality control or staff training
• To pursue our own legitimate interests
• For the performance of a contract
Where possible, we will inform the caller that their call is being monitored/recorded for the reasons stated above so that they have the opportunity to consent by continuing with the call or hanging up.
We will make every reasonable effort to communicate that calls may be recorded.
This will be communicated to actual and prospective clients and/ or general callers by:
• Publishing this policy on the Carr & Co Solicitors website
• Including this policy in our client care information when commencing a business relationship with a Client
• Informing all clients and callers that call the general switchboard in the first instance via a recorded announcement for incoming calls
Not all calls are automatically recorded. Calls which are not via the Carr & Co Solicitors main switchboard are not automatically recorded and will only be recorded by Carr & Co Solicitors if the member of staff decides that it is necessary to do so in order to meet any of the Purposes.
Any recording data will be retained for a period of 30 days, unless retained for a specific purpose (ensuring compliance with the Data Protection Act 2018). The recording data is encrypted and held securely on a hosted cloud platform by our telephone systems provider.
Call recordings will only be accessible by designated members of Carr & Co Solicitors who may share the recordings with authorised Directors or line managers. Access is only permitted if there is a specific business need, which must be clearly identified and recorded when the request for a recording is made to the Directors.
Any unauthorised access of call recordings without valid reason by staff may be considered under our disciplinary procedure.
A person is entitled to request a copy of the personal data that we hold about them, this will include recorded telephone conversations. Any requests should be made to Carr & Co Solicitors by way of Data Subject Access Request. Any recordings will be stored in a manner which is accessible in order to ensure compliance with the Data Protection Act 2018.
November 2025
Please note: Our Gosforth office has now closed. This is not sad news as we have expanded our presence in our offices we have in the Northumberland area. Our office addresses and contact details for Blyth and Morpeth are on our contact us page. We look forward to seeing you at our Northumberland offices soon.
